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Strategy
B2B Loyalty Part 2: The Loyalty Messaging Advantage
This article is the second in an Advocacy-Loyalty Fusion series that explores a question.
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Strategy
The Rule Book Has Changed: Shifting to Customer-Led Growth
We’ve talked about customer-obsession for a while now — about the need to prioritize the customer and deliver excellent experiences.
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Strategy
Three simple words to follow as a Customer Success leader during a crisis
March 11, 2020, was a warm and sunny day with a beautiful blue sky. I had just enjoyed a relaxed lunch at a sushi restaurant just north of San Francisco with my client.
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Strategy
The Customer Loyalty Opportunity of a Pandemic
Customer experience pros, customer marketers, customer success managers, customer engagement and advocacy practitioners are all prepared to connect with customers inside and outside of this pandemic.
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Strategy
You’ve Been Given a Gift
Wow, what an opportunity we have in front of us right now as customer-facing professionals! Today the world is surreal, scary and uncertain.
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Strategy
Farewell, Compass. Hello, Captivate.
After many years of daydreaming about setting my entrepreneurial self free, back in early 2018 I stepped off the edge of the corporate world without a parachute.
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Strategy
Loyalty Structure. Advocacy Practice.
Oftentimes, the best ideas bubble to the surface at the most unexpected times.
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Strategy
Why I Left My VP Role in the Middle of a Global Pandemic, 34 Weeks Pregnant
Redefining the definition of success to fit your own narrative and values and discovering that with bold risk there can also be great rewards, great innovation and a hell of a lot of fun.
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Strategy
Customer Engagement Pathways: Loyalty Structure Supporting Advocacy Practice
Oftentimes, the best ideas bubble to the surface at the most unexpected times. In preparation for delivering a workshop in London in April last year, I undertook a routine, deep analysis of the client's advocacy program.
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